Customer Service Excellence Officer

About the role

The Customer Service Excellence (CSE) Officer acts as the single point of contact for banks and clients, handling day‑to‑day operational queries, issue management and service delivery across Network International’s payment ecosystem. The role combines specialist knowledge of card and payment processes with strong client‑facing skills to ensure timely resolution and high satisfaction.

Key responsibilities

• Serve as the primary contact for allocated banks, logging, tracking and following up all client‑raised items.
• Communicate client expectations internally and provide timely status updates.
• Ensure all issues are closed within agreed turnaround times, managing escalations according to the escalation matrix.
• Support the team on high‑priority incidents that could impact financial, reputational or service levels.
• Generate system notifications and conduct daily/weekly discussions on open issues.
• Maintain an issue register, record all escalations and follow‑up operational requirements for each client.

Required profile

• Bachelor’s degree in Business Administration, Finance, Information Technology, Management Information Systems or a related field.
• 1‑2 years of experience in customer service, client support, card operations, payment operations or fintech environments.
• Preferable experience in card issuing or payments processing.

Required skills

• Basic understanding of card and payment operations, transaction lifecycles and ticket management processes.
• Proficiency in Microsoft Office applications, especially Excel, Outlook and PowerPoint.
• Familiarity with CRM or ticketing/customer support systems.
• Strong verbal and written communication, problem‑solving and organizational abilities.